Specialist Assessor (Payment Support)

- Full-Time (35hpw) Permanent
- Salary Range: $88,123 - $100,708pa + super & leave loading
- Flexible working arrangements across NSW. In-office attendance is required in line with Department of Customer Service (DCS) workplace expectations at an approved DCS location.

About the team: The Customer Payments Team is part of Customer Care & Business Bureau at Service NSW. The team is tasked with assessing, ensuring compliance, and providing payment support for grants, rebates, and vouchers for Service NSW.

As the Payment Support Officer, you will:

- provide timely, efficient, and accountable determinations on matters referred for assessment
- support and provide information to customers to assist with assessment
- assist with the supervision of a team, manage resources and assist with escalated issues including complaints, correspondence, documentation, processing and resolution to contribute to the effective operations of the business.

Responsibilities:

- Undertaking assessment on matters referred to make accountable determinations to facilitate appropriate client/customers outcomes by applying relevant knowledge, legislation, regulations and procedures
- Providing timely and accurate information and advice to customers on determination outcome of matters referred to ensure a positive customer experience
- Providing administrative services, respond to enquiries and complete a range of processing activities with accuracy and efficiency to support quality customer service outcomes
- Assist customers with a variety of complex issues including gathering and analysing information to determine outcomes, and communicate these outcomes to the customers

To be successful in this role you will:

- Have experience working in a dynamic fast-paced environment
- Demonstrate solid written and verbal communication skills.
- Experience in customer service, either face-to-face or over the telephone
- Demonstrate empathy and strong problem-solving skills,



as many customers will be facing challenging situations and experiencing stress and hardship.
- Be self-motivated and work independently and as part of a team.
- Experience in grants, rebates and vouchers administration is preferable, but not necessary
- Be able to balance the needs of supporting your customer, with adhering to the procedures and frameworks
- Experience in supporting and/ or leading a team is preferable, but not necessary
- Experience using Salesforce and Genesys is preferable, but not necessary

Essential Requirements To be considered for roles in the NSW public sector, applicants must:

- Be NSW residents or in the process of relocating to NSW
- Hold appropriate working rights for the type of employment offered

How to apply

- Please submit your resume and cover letter as a single document.

Your application should highlight your skills, experience, and why you're the perfect fit for this role.

- Please respond to the following questions in a separate document:

- Briefly describe your experience assessing information and making decisions in line with policies, procedures, or guidelines (max 200 words)
- Describe your experience working in a customer service-focused environment (max 200 words)

Support office roles will be headquartered across McKell, Parramatta and Gosford. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Government workplace as required.

At the point an employee is notified of our intention to assign them to a role,



the relevant leader will discuss headquarter options.

Further Information

Salary Grade 5/6, with the base salary for this role starting at $93,490 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Bec Conquest via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: 10am, Monday 21st September 2026

Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [email protected].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

📌 Specialist Assessor (Payment Support) (Mangrove Mountain)
🏢 myCareer - NSW Government
📍 Mangrove Mountain